Guest Relations Executive for HAVN

The Guest Relations Executive is responsible for managing the full guest communication lifecycle and operational coordination to ensure a smooth, professional, and disruption-free guest experience from pre-arrival to post-checkout. This role acts as the first line of defense between guests and operational issues.Guest Communication & ExperienceManage all guest communication across approved channelsConduct check-in and check-out calls/messages as per SOP timelinesProactively anticipate guest needs and address concerns before escalationAlways maintain a professional and solution-oriented toneBooking & Revenue SupportSupport booking inquiries and contribute to conversionEnsure listing details and house rules are clearly communicatedFlag pricing or availability issues when identifiedOperational CoordinationCoordinate with housekeeping, maintenance, and GSOsLog, track, and follow up on all issues until closureEnsure zero guest-impacting issues remain unresolved during staysVerify unit readiness prior to check-inDocumentation & ReportingEnsure all interactions and issues are logged accuratelyReview inspection reports and escalate deviationsTrack maintenance reports and confirm closureMaintain accurate shift handoversEscalation & Risk ControlEscalate guest-impacting issues immediatelyIdentify repeat issues for preventive actionDo not promise outcomes outside approved authorityRequirementsWorking Hours: AM Shift: 8am-5pm (Can be adjusted as and when required); Mid Shift: 1pm-10pm (Can be adjusted as and when required); PM Shift: 4pm-1am (Can be adjusted as and when required).Working From Home: Permitted on Saturdays and/or Sundays.